Alma Martinez
Summary
Dynamic leader with a proven track record at DOH-Palm Beach, enhancing operational excellence, employee and customer satisfaction through effective strategic planning, quality management and implementation of data-driven solutions for process improvement. Skilled in training and leadership, adept at fostering team collaboration and driving initiatives that significantly improve service delivery. Demonstrates strong communication and problem-solving abilities.
Overview
35
35
years of professional experience
Work History
Quality Improvement Manager
DOH-Palm Beach
12.2018 - Current
- Responsible for supervising and overseeing Accreditation Coordinator and Administrative Assistant II.
- Responsible for Customer Satisfaction Feedback, Employee Satisfaction Surveys, PHWINS and Employee Engagement Focus Groups, Culture of Quality Self Assessment Too and DOH Snapshot.
- Performance Management Council (PMC) and CHAIR of the Southeast PMQI Consortium.
- Responsible for overseeing, updating and writinFour out of Five Foundational Plans: Strategic Plan, Performance Management and Quality Improvement (PMQI), Community Health Improvement (CHIP/CHA) and Workforce Development (WFD).
- Work closely with Senior Management to identify opportunities for improvement, collect and analyze data, develop and implement new quality improvement initiatives.
- Responsible for developing training that is interactive and engaging for all staff.
- Train staff on quality improvement tools, techniques and methods, Process Management and PDCA, Collaborate with all divisions and departments to ensure quality standards are met.
- Responsible for presenting the Quality Improvement program to new employees at New Employee Orientation.
- Assist managers, senior leaders and mid-level supervisors plan meetings to incorporate team building activities.
Customer Satisfaction Coordinator
DOH-Palm Beach
11.2006 - 12.2018
- Responsible for customer satisfaction activities, design survey questions, survey instrument, conduct trainings, ensure survey was available in three different languages, Spanish, Haitian Creole and English.
- Coordinated the entire survey implementation process from distribution and collection to data analysis, customer feedback and report generation. Utilized data findings to inform and enhance organizational processes, driving continuous improvement initiatives.
- Customer Satisfaction training to all staff.
- Organized week-long customer service activities during Customer Service Week for the entire agency in DOH-Palm Beach.
WIC Clerical Supervisor
DOH-Palm Beach
09.2004 - 10.2006
- Supervised 5 clerical employees, approved leave requests, timesheets and conducted performance evaluations.
- Coordinated training, evaluated employees' work and supervised program daily operations to ensure WIC clients received timely and appropriate services.
- Responded to customer inquiries promptly and professionally, resolving issues efficiently to maintain good customer satisfaction and a steady patient flow .
- Performed Special Formula inventories, WIC checks daily logs and end-of-day procedures to account for all WIC checks and ID cards.
- Facilitated process management training sessions with WIC staff to help them improve their skills and understanding of processes.
- Led several QI projects which improved processes client satisfaction, reduced waiting time and improved staff morale.
WIC Health Service Educator
DOH-Palm Beach
09.1989 - 08.2004
- Conducted nutrition education group classes and breastfeeding support to WIC clients.
- Quality assurance - monitored second nutrition contacts to ensure compliance with federal requirements.
- Participated outreach events to promote the WIC Program and provide information for service eligibility.
- Established WIC services in satellite locations to ensure seamless integration and consistent access to services for the underserved population.
- Clerical functions, WIC eligibility, client demographic, certification information, voters registrations, issued WIC checks, ID cards and return appointments.
Education
GED -
Florida State GED
Palm Beach CountySkills
- Excellent Facilitation
- Training skills
- Leadership Skills
- Attention to Detail
- Operational Excellence
- Customer Focus
- Quality Management
- Strong Communication
- Process improvement expertise
- Problem-solving abilities
- Strong Work Ethic
- Excellent researching skills
- Operations Monitoring
- Effective Multitasking
- Critical Thinking
- Team Collaboration
Timeline
Quality Improvement Manager
DOH-Palm Beach
12.2018 - Current
Customer Satisfaction Coordinator
DOH-Palm Beach
11.2006 - 12.2018
WIC Clerical Supervisor
DOH-Palm Beach
09.2004 - 10.2006
WIC Health Service Educator
DOH-Palm Beach
09.1989 - 08.2004
GED -
Florida State GED